Priority Detection is a Pro feature. Upgrade your plan to access it.
How It Works
- User opens a ticket or sends a message
- AI analyzes the content for urgency signals
- AI assigns a priority: Low, Medium, High, or Critical
- The ticket channel name and/or staff are updated
User: “Our entire team can’t access the platform and we have a client demo in 30 minutes!”AI detects urgency (“can’t access”, “entire team”, “30 minutes”) and sets Critical priority.
Priority Levels
Getting Started
1
Enable Priority Detection
Go to AI Features → Priority Detection and toggle it on.
2
Configure Settings
Choose your analysis mode and notification preferences.
3
Test It
Open a test ticket with urgent language to verify it works.
Settings
Analysis Mode
Choose when AI analyzes for priority:Delay Before Analysis
How long to wait before analyzing (in seconds):- 0 - Immediate (may interrupt user typing)
- 15-30 - Recommended (lets user finish)
- 60+ - For multi-message context
Confidence Threshold
Minimum AI confidence before setting priority:- 70%+ (default) - Only set when confident
- 50-70% - Set priority more often
- Below 50% - May be inaccurate
Auto-Update Channel Name
When enabled, the bot adds a priority indicator to the ticket channel name:This gives your team an instant visual indicator of ticket priority.
Notify Staff
When enabled, the bot pings your staff role when a high or critical priority ticket is detected.Override Existing
When enabled, AI can change the priority even if one was already set:- Enabled - AI always updates priority
- Disabled - AI only sets priority if none exists
What AI Looks For
The AI analyzes several signals:Urgency Words
Words that suggest time pressure:- “urgent”, “ASAP”, “immediately”, “right now”
- “deadline”, “time-sensitive”, “critical”
- Specific times: “in 30 minutes”, “by tomorrow”
Impact Words
Words that suggest significant consequences:- “entire team”, “all users”, “everyone”
- “can’t work”, “completely broken”, “major issue”
- “losing money”, “losing customers”
Emotional Signals
Signs of frustration or stress:- Multiple exclamation marks
- ALL CAPS sections
- Expressions of frustration
Context Clues
Business context that adds urgency:- Mentions of clients, demos, presentations
- References to revenue or contracts
- Time-sensitive events
Accuracy Tips
Be Clear About Urgency
AI works best when users clearly express urgency:- ✅ “This is urgent - our payment system is down”
- ❌ “Hey, payment isn’t working” (could be urgent or not)
Use Ticket Forms
Add a priority field to your ticket forms:- Users can self-select priority
- AI uses this as additional context
- Reduces missed urgent tickets
Review and Adjust
Check AI accuracy regularly:- Are critical tickets being flagged?
- Are routine tickets staying low priority?
- Adjust confidence threshold based on results
Combining with Other Features
Priority Detection works well with:Auto-Routing
Route high-priority tickets to senior staff:SLA Management
Set faster response times for higher priorities:Sentiment Detection
Combine priority with sentiment for better routing:Troubleshooting
Priority Not Being Set
- Check if enabled - Verify Priority Detection is on
- Check confidence - Lower the threshold if needed
- Check analysis mode - “Smart Detection” may wait longer
Wrong Priority Assigned
- Check content - Does the message clearly indicate urgency?
- Adjust confidence - Raise threshold for more accuracy
- Use ticket forms - Let users self-select priority
Staff Not Being Notified
- Check notify setting - Make sure “Notify Staff” is enabled
- Check staff role - Verify your staff role is configured
- Check priority - Notifications only trigger for High/Critical
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